Document Name: App B: Text of Cus. Svc. Stnds: Business (15 of 23)
Owner: National Performance Review
Title: App B: Text of Cus. Svc. Stnds: Business (15 of 23)
Author: Vice President Al Gore's National Performance Review
Date: September, 1994
Department of Agriculture
Economic Research Service, World Agricultural Outlook Board, and
National Agricultural Statistics Service
Provide information and analyses for improving the performance of
agriculture and the well-being of rural America.
--- Respond to each customer in a courteous and helpful manner.
--- Accurately direct you to the person or agency with the
information you need.
--- Provide complete, accurate information about our programs,
products, and services in plain language.
--- Make it easy to find and order reports.
--- Deliver promised information promptly.
--- Explain why, when we cannot meet your request.
--- Deliver services without discrimination on the basis of race,
color, national origin, sex, religion, age, disability, political
beliefs, and marital or family status.
Service you can expect from the ERS-NASS sales desk:
--- Your call will be answered promptly and courteously by a
knowledgeable operator. Occasionally, the volume of calls may require
that your call be placed on hold for a short time, but we won't
--- If you are calling for the first time, the operator will ask for
your name and address and will give you a customer ID number to
expedite your next order.
--- Orders for monographs, electronic data products, and single
copies of periodicals will be mailed first-class within five working
--- Payment choices include MasterCard or Visa, or check or money
order (U.S. funds only).
--- You will receive two renewal notices before subscriptions expire.
--- ERS-NASS operators can answer your questions regarding the
current status of your account, including payment, issues due,
billing, and other questions. Errors will be corrected promptly.
--- You can request expedited shipment of your order via Federal
Express at your expense.
Field Service Centers
Agricultural Stabilization and Conservation Service, Farmers Home
Administration, Federal Crop Insurance Corporation, Rural Development
Administration, and Soil Conservation Service
Provide one-stop shopping for USDA assistance.
--- You will be treated with courtesy and respect.
--- You will be assisted by a polite, responsive, and knowledgeable
staff. If we get things wrong, we will explain what happened and will
make them right.
--- You will be given prompt and reliable service.
--- We want to respond quickly and accurately to your requests for
information, loans, payments, and technical assistance. We will put
you in touch with the person on our staff who can best handle your
request. If we cannot handle your request quickly, we will tell you
how long it will take. We are working on more specific standards for
each of our services and will have these to you by June 1995.
--- You will be given information that is clear, reliable, and easy
--- We will explain to you how our programs work, what benefits you
can receive, whether you are eligible, and how you can apply. We are
committed to making sure the information we give you meets your
needs. We want to work with you to continually improve the
information we give you and the way you receive it.
--- You will be given forms that are easy to understand and complete.
Our forms are an important way of getting information from you. We
want to continually improve them so that they are easy for you to
fill out and provide us with the information we need to serve you.
When we revise our forms or create new ones, we will consider to your
--- We will work closely with other government agencies such as the
Cooperative Extension Service and state and local agencies to ensure
that our work is mutually supportive and our policies and regulations
Food Safety and Inspection Service
Ensures that meat and poultry products that cross state borders are
safe, wholesome, and accurately labeled.
You can expect FSIS to:
--- Be innovative, forward-thinking, and continue to look for ways to
improve how we inspect meat and poultry products and protect the
--- Provide you with up-to-date information on food safety issues
through the USDA Meat and Poultry Hotline (1-800-535-4555).
--- Solicit and consider your ideas to assist us in making policy and
--- Provide uniform inspection in meat and poultry plants across the
United States and hold them all to the same high standards.
--- Ensure that the meat and poultry products you buy have safe-
handling instructions on them.
--- Investigate and prosecute people and businesses that violate meat
and poultry laws.
--- Continue working with industry to improve our current inspection
system using new science and technological advances.
National Biological Control Institute
Promotes, facilitates, and provides leadership to reduce populations
of pest species below natural levels in rural and urban areas.
When you contact us, we will be:
--- Courteous and respectful. Your views and needs are important to
us, and you can expect professional treatment, objectivity and
confidentiality when appropriate.
--- Clear. We will explain to you what we do, how our programs work,
and how you can apply. If our information is hard to understand, tell
us and we will try to make it easier to understand.
--- Accessible. We are available to talk to individuals,
organizations, school groups about our services. Contact us by
letter, phone, fax, or through our bulletin board system.
--- Fair. Our services will be objective, irrespective of your race,
sex, age, religion, or disability.
--- Ethical. We strive to meet the highest scientific and ethical
--- Entrepreneurial. We will help you solve pest problems through
building partnerships, averaging resources, and focusing efforts. We
will help you identify your pest management needs and obtain
information. If we cannot meet your needs, we will try to put you in
touch with someone who can.
--- Efficient. Information will normally be provided on the same day
of your request. If research is needed to help with your need, we
will try to estimate accurately how long it will take. If obstacles
are met that delay our response, we will tell you, and try to offer
--- Open. We work for you, and continually seek your views, listen to
your needs, and take appropriate action based on them. If you are not
satisfied with any aspect of our service, tell us so we can correct
the problem. If we make a mistake, we will tell you and correct it.
Rural Development Administration
Guarantees quality loans to help improve the economic and
environmental conditions in rural communities.
--- Provide you with all the necessary advice, guidance, and referral
to other credit when appropriate along with our values and beliefs in
the preparation of your loan application.
--- Ensure that you are promptly provided, within seven working days,
copies of relevant materials when you notify our State Director that
you are considering an application.
--- Conduct a review of your loan application to verify completeness
and compliance with applicable requirements within 10 working days
after receiving the application.
--- Discuss all issues concerning your application with you and the
lender within five working days after completion of our review.
--- Forward all appropriate documents to the national office when
required within seven working days upon completion of the review.
--- Issue the loan guarantee for your loan within two working days
from the time the lending institution holds the final loan closing.
Rural Electrification Administration
Provides direct and guaranteed loans for electrification,
telecommunications, and rural economic development programs.
The REA field representative will:
--- Provide advice and guidance to distribution borrowers to help
them prepare their loan applications.
--- Ensure that the borrower is promptly provided with copies of
relevant materials when a borrower notifies the REA that it is
considering an application.
--- Conduct a review of loan applications received to verify
completeness and compliance with requirements.
--- Discuss issues concerning the borrower's application.
--- Seek to complete the review within 15 working days after the
application is received.
--- Forward all completed applications promptly to the Washington
Acknowledgment to Borrower: Within seven working days after the
Washington office receives your application, REA will send you a
letter which includes or sets forth the following:
--- The application received date (APR).
--- That REA will notify the borrower no later than 90 calendar days
after the APR regarding the application's status (does not apply to
--- That updated information may be required at the time of loan
--- That final determination of the i
made until the time of loan approval.
--- That the borrower is required to notify REA promptly of any
changes in circumstances that may materially affect information in
--- Any additional information.
Second Notification to Borrower, Complete Applications: Within 90
days of the APR, if the application is complete, REA will send a
letter to the borrower with a copy to any supplemental lender to:
--- Advise that the application appears complete.
--- Verify the amount of the REA loan requested and the amount of any
--- Verify the interest rate category for which the loan appears to
--- Confirm the borrower's election of the call provision for
municipal rate loans (prepayment option).
--- Set forth any special conditions that may be placed on the loan,
and afford the borrower an opportunity to rectify the cause of the
--- Remind the borrower of its responsibility to notify REA
immediately of any changes in circumstances that might affect its
eligibility for a loan, or the interest rate category for the loan.
--- Provide the APR of loans currently being approved in the interest
rate category applicable to the loan.
Second Notification to Borrower, Materially Incomplete Applications:
--- Within 90 days of the APR, if the application is incomplete, or
if there are other problems, a letter will be sent informing the
borrower of the specific deficiencies, and requesting that the
borrower respond within 60 days. (Note: if the application is for a
discretionary loan, the second notification will not be sent until
the Administrator so directs.)
Final Review and Approval: Not later than 45 calendar days before
anticipated loan approval, REA will notify the borrower and GFR by
--- Give the approximate date when a decision about approval can be
--- Verify and, if necessary, update information previously submitted
by the borrower.
--- Inform the borrower of any change in the interest rate category
for which it qualifies. If applicable, request a board resolution to
reflect the new terms.
--- Request that the borrower submit certain updated information that
will be no older than 60 days at the expected time of loan approval.
--- Remind the borrower of its responsibility to submit information
about any changes in its circumstances that might affect its
eligibility for a loan, or its eligibility for the interest rate
category elected in its original board resolution.
--- Remind the borrower that REA reserves the right to request
additional information necessary to verify eligibility.
Deficient Applications: Prior to loan approval, if it is determined
that the requirements for approval cannot be met based on information
submitted by the borrower and other information known to REA, if the
borrower cannot or will not comply with REA regulation, or if the
borrower withdraws an application, REA will return one copy of the
application to the borrower accompanied by a cover letter.
Department of Commerce
Bureau of the Census
Data Users Services Division
Provides a variety of products and services based on Census data.
--- Phone calls. We will answer phone calls to the standard Customer
Services telephone number (301-763-4100) within one minute after the
introductory message ends.
--- Shipping orders. We will ship items for off-the-shelf orders
within one working day.
--- Custom orders. We will ship orders for custom products as stated
by the customer service representative.
--- Courtesy. Our telephone reference staff will be courteous,
knowledgeable, and businesslike.
--- Guarantee. We guarantee that you will be happy with our product
or you can return it for a full refund within 30 days.
--- Complaints and questions. Customers phoning or faxing a complaint
or inquiry will receive an initial response within three hours. All
problems will be resolved within one working day.
Foreign Trade Data Service
Provides accurate and current information about U.S. foreign trade
--- We will answer every phone call (responses may be delayed on the
day statistics are released).
--- We will be courteous.
--- We will provide the most current information on U.S. foreign
trade to meet customer needs.
--- We will process most orders for customized tabulations and
provide the results within 48 hours after we receive them. (During
press release times results will be provided within seven days).
--- We will thoroughly explain the content of available databases and
the cost of report options.
--- We will charge you no more than the cost of doing the customized
--- We will offer you a standard subscription if it is appropriate to
your request for foreign trade information.
--- We will thoroughly explain the content of the subscription
products and the cost of report options.
--- We will mail your subscription each month as soon as the foreign
trade statistics are released:
-- user-selected commodity reports on the day of release
-- press release and supplemental data (FT-900) on the day after
-- detailed CD-ROMs and other standard tabulations within seven
Bureau of Economic Analysis
Provides economic data on the U.S. economy and its position in the
--- BEA will meet its published annual calendar of news release
dates. Any changes in these dates will be announced as far in advance
--- BEA will provide access to news releases on the EBB (Economic
Bulletin Board), EBB FAX, and recorded telephone messages at the time
--- BEA staff will respond to customer correspondence within five
--- BEA staff will return customer phone calls within one business
--- BEA will ship off-the-shelf products within three business days.
Economics and Statistics Administration
Provides business, trade, and economic information.
Files on the Economic Bulletin Board (EBB):
--- We will post all files on the EBB within 30 minutes of receipt
from the originating agency.
--- We will ship CD-ROM orders by first-class mail the next business
day after we accept the order.
--- If we do not ship your order on the next business day, we will
send you one CD-ROM free.
--- All technical assistance calls will be resolved within 24 hours.
If the problem requires more time to resolve, we will keep you posted
of our progress.
--- If you forgot your EBB password, please give us 24 hours to
identify it. We will call the owner of the account back with the
--- We will do our best answer your questions. If we do not know the
answer, we will direct you to someone who does.
--- For our CD-ROM subscription services, you will receive a reminder
to renew the subscription 45 days in advance of the subscription
expiration date. If we do not receive payment from you, we will stop
--- For our EBB subscription service, we will include renewal charges
in your trimesterly bill. We will also send you additional reminder
notices. You will have 90 days after the date of the first bill to
return payment to us. If you cannot return payment to us within this
time period, we reserve the right to deactivate your account.
However, please contact us if you need additional time and we will
extend the grace period.
You can expect us to:
--- Give you our name when we answer the phone or write to you.
--- Be polite, considerate, open, and honest.
--- Give you accurate information about our products and services.
--- Apologize if we get things wrong, explain what happened, and make
--- Deliver our services fairly and to the same high standards to all
our clients regardless of sex, race, disability, religion, and age.
Person to person:
--- We will regularly ask our clients what they think of our services
-- and we will share those results with you.
--- STAT-USA wants to hear from you, whether it's good news or bad.
All of our managers can be reached by mail, telephone, or e-mail.
International Trade Administration
Helps U.S. businesses compete in the global marketplace.
--- When you contact ITA, we will provide prompt and courteous
--- We will seek to understand what is important to you and to meet
--- We will strive to make our products and services equal to the
best in business.
Ensures that U.S. firms receive fair treatment on import and relief
from unfair trading practices.
--- Provide you with simple guidance for filing a petition or a zone
--- Provide a point of contact when you file an Anti-
Dumping/Countervailing Duties (AD/CVD) petition or a zone
application. You can receive status on your filing during our
business hours (8:30 a.m. to 5 p.m.).
--- Make available public case records on any AD/CVD proceeding in
our Central Records Unit or provide a copy of the record at cost when
you call (202) 482-1780.
--- Provide you with a preliminary determination on an AD/CVD
petition within 120 days, barring extraordinary circumstances.
Trade Information Center
Serves as an information clearinghouse for international trade and
export promotion programs.
--- Provide a 24-hour toll-free number, 1-800-USA-TRADE, for your use
in requesting information.
--- Provide the information you seek the first time you call. If we
can't provide the information you seek at the time of your call, we
will let you know when to expect our response.
--- Offer a choice, whenever possible, of your preferred information
format and method of delivery. Options may include hard copy
publication, electronic format (e.g., NTDB on CD-ROM or Internet) and
--- We will use your feedback to tailor our information to your
Trade Promotion and Exporter Services
Offers a variety of specialized products and services to U.S.
businesses to help them enter foreign markets.
--- Refer you to the appropriate specialist promptly and accurately.
--- Inform you when to expect delivery of a product or a service that
--- Tell you immediately about any fees relating to a product or
service that you request.
National Oceanic and Atmospheric Administration
National Marine Fisheries Service
Responsible for the stewardship of the nation's living marine life.
We will provide service by:
--- Developing, evaluating through client testing, and implementing
more efficient and easy-to-use data access technologies such as menu-
driven computer interfaces and facsimile transmissions of perishable
--- Development of new statistical databases and reports driven by
analyses of customer requests obtained through symposiums and
--- Including stakeholders in the development of new statistical data
collection systems, including long-range strategic planning efforts
for fisheries statistics in partnership with our state and federal
--- Regularly polling user needs and customer satisfaction through
customer surveys; participation in or conduct of workshops, advisory
panels, or committees on statistics.
--- Maintaining multiple oral and written, in-person and electronic
means of communication to our users, such as newsletters, electronic
mail forums, and face-to-face meetings to promote a healthy dialogue
and hear the voice of our customer.
National Technical Information Service
FedWorldTM On-line System
Acts as an information clearinghouse.
--- Your access to FedWorld will continue to be provided at no
--- Products you order by credit card for download will be delivered
within 30 seconds.
--- Your calls to the Help Desk will be answered by a person, not a
recording, 24 hours a day.
--- We will continue to make information accessible in whatever
electronic formats meet your needs and expectations.
Patent and Trademark Office
Examines and issues patents and trademarks.
--- We will treat our customers with courtesy each time they contact
us and, if appropriate, will direct them promptly to the proper
office or person.
--- If an employee being called is not available, they will return
the call by the next business day or, if requested by the caller, an
alternate point of contact will be provided.
--- We will ensure that our written communications clearly set forth
the technical, procedural, and legal position of patent examiners and
trademark examining attorneys.
--- Our correspondence with customers will be legible and of good
--- We will widely disseminate information about changes in practice
and procedures to ensure that both employees and our customers know
about changes prior to their effective date.
--- We will respond to status letters within 30 days from the date
--- We will deliver facsimile transmission of properly addressed
papers marked "Informal" or "Draft" to the examiner within one
business day. Facsimile transmissions of properly addressed formal
amendments after final rejection will be matched with the appropriate
files and delivered to the examiner within three business days of
--- We will correctly generate and mail a notice indicating the
application number, date of filing, and the title of invention for
complete, standard applications. These notices will be mailed within
19 calendar days of receipt of the application.
--- We will conduct a thorough search of relevant U.S. patents,
foreign patent literature, and non-patent literature contained in our
search files and, where appropriate, a reasonable search of other
non-patent literature during the patent examination process.
--- We will correctly generate and mail filing notices within 30 days
of receipt with a goal of reducing the processing time to 14 days by
September 30, 1995.
--- We will examine new applications and provide a written first
communication regarding registration within three months of the
--- We will make a determination of the registrability of trademarks
within 13 months of receipt of the application in the PTO.
--- We will issue correct Notices of Abandonment within 45 days of
the date the file was abandoned.
--- We will issue correct Notices of Publishment within 30 days of
the date the file is approved.
--- We will mail correct certificates of registration within seven
days of the date of registration.
Department of Defense
Defense Finance and Accounting Service
We will provide prompt and accurate service for contractors/vendors:
--- Commercial invoices will be paid between 23 to 30 days.
--- Progress payments will be paid between five to seven days.
--- Cost vouchers will be paid between 12 to 14 days.
--- Interest penalty will be between 0 and .02 percent.
Defense Logistics Agency
Defense National Stockpile Center Sales
--- Customer telephone inquiries will be answered quickly and
efficiently. The goal is to answer them no later than the next
--- Mail inquiries will be answered within three business days.
--- Depots will be notified the same day that an award is made. This
enables the depot to immediately prepare goods for shipment with a
goal to have material ready for shipment within two business days of
Department of Housing and Urban Development
Government National Mortgage Association
Issues securities backed by Federal Housing Administration and
Veterans Administration guaranteed mortgages to increase the supply
of capital available to finance housing.
--- 95 percent of requests for commitment authority shall be
processed within 48 hours of receipt for issuers of good standing.
--- All investor telephone calls returned within 24 hours.
--- All investors' written correspondence will have a response
prepared for signature within 15 working days of receipt.
Office of Housing/Federal Housing Administration
Mortgagee Approval Process
Serves partners wishing to participate in the FHA mortgage insurance
A mortgagee submits an application with supporting documentation and
processing fee to the field staff.
--- Professional staff analyzes the materials submitted and makes
--- Staff makes an on-site visit assuming availability of staffing
and travel funds.
--- Field office submits recommendation for approval/disapproval to
headquarters. Final decision is made by headquarters.
--- Standard: Processing time from the date of receipt of the
application package to date of final approval/rejection is 45
Section 203(k) Rehabilitation Mortgage Insurance Program provides
mortgage insurance for the purchase (or refinance) and rehabilitation
of single family properties.
--- Provides mortgage insurance after loan is closed by the mortgagee
and it is submitted to HUD.
--- Standard: Processing is completed and a mortgage certificate is
issued to the mortgagee within 10 days of HUD's receipt of the closed
Note: The Office of Housing is presently reviewing the possibility of
centralizing the mortgagee approval process in headquarters.
Centralizing the process is expected to improve service to our
Department of the Interior
Bureau of Land Management
Manages all aspects of 270 million acres of federal land and 570
million acres of federal mineral resources.
We will always:
--- Treat you in a courteous, efficient, and professional manner
every time you contact us.
--- Work with you to meet your needs while complying with laws and
--- Advise you if your request cannot be filled in your initial
contact with us, and tell you who will respond to your request and
when you can expect that response.
Compliance and Enforcement
Enforcement of requirements, regulations, and laws governing leases,
permits, grants, and other uses of lands and resources.
--- You will be advised of the requirements for the proper use of
public lands and resources.
--- You will be given the information you need regarding the
applicable BLM compliance and enforcement process, expected time
frames, and reporting requirements and responsibilities.
--- You will be treated fairly under laws and regulations.
Information Access Centers
Provide information and products at central locations.
--- You will be greeted and your request will be acknowledged within
five minutes of your arrival.
--- You will receive the most current and accurate information about
the public land that we have available to the public.
--- You will receive available information within 30 minutes of your
in-person request. We will respond to your telephone or written
inquiries within five business days.
Public Policy Involvement Opportunities
Opportunities for you to be involved in our planning process and our
management of resources.
--- You will be provided with the opportunity to tell us how you
think publicly owned resources should be managed.
--- As we develop plans, rules, and regulations for use of public
resources, you will be asked for your ideas.
--- You will be afforded adequate time to make your comments and
Uses Requiring Authorization
Grazing permits, mineral leases, and rights of way that require prior
--- You will receive a response to your phone messages and letters,
usually within five business days.
--- You will be informed of what the transaction is, how your request
will be handled, who will respond to your request, and the date by
which we expect to address your request.
Bureau of Mines
Provides information on minerals for use in assessing U.S. economic
and defense needs.
--- You will be treated with courtesy every time you contact us.
--- We will provide you with all the information you need, or obtain
the information for you, with a minimum number of referrals to other
--- When you call our public inquiries number for service, you will
reach us on the first call.
--- We will answer your requests as quickly as possible. If we cannot
give you the information you need at the time you call, we will do so
within one working day or call you back to let you know the progress
we are making on your request.
--- When you write to us requesting general information materials, we
will mail them to you within one working day. When you write and ask
for more specific technical information, we will respond within five
working days with either the information you need or a postcard
acknowledging receipt of your request and reporting the status of our
--- We will provide you easy access to our information. You can talk
to us from 6:30 a.m. to 6:00 p.m. Eastern Standard Time.
--- We will make our information available electronically (INTERNET,
CD-ROM, Mines FAXBACK) and give you the instructions and information
you need to take advantage of these sources.
Minerals Management Service
Offshore Minerals Management
Alaska Regional Public Information Office -- Pilot Project:
--- The buck stops here when it comes to assisting people lost and
wandering in the bureaucratic maze of government.
--- Walk-in customers have priority and will be promptly acknowledged
and assisted as soon as possible.
--- All information will be current and correct. Staff will find the
answer or find a more knowledgeable person to assist. We will never
--- Not all questions have answers. If the answer can't be found,
that fact will be reported to the customer.
--- Customers are never sent to another office or agency cold. Staff
will check to ensure the office is the correct one and also that the
contact person is available.
--- Before leaving, all customers will be asked, "Does this
completely answer your question?"
The Gulf of Mexico Public Information Office -- Pilot Project:
--- When you enter our office you will be promptly acknowledged.
--- We will be sensitive to your information needs.
--- You can expect to be treated with courtesy at all times.
--- We will make a sincere effort to provide you with information in
a timely manner.
--- We will strive to accurately respond to your request.
Pacific Regional Public Information Office -- Pilot Project:
--- First class is our game and you will be treated the same.
Customers visiting the Pacific Region are our number one priority.
--- We will greet you with a smile and give you prompt assistance.
Your needs are important to us.
--- We are as time-conscious as you are. We will try to get you what
you need as quickly as possible.
Royalty Management Program
Farmington, New Mexico -- Pilot Project:
Our aim is to continually improve service to you. If you would like
to make a comment or complaint, please feel free to use the comment
card available from any of our employees.
--- Prompt, personal attention (an interpreter will be provided if
necessary). You will be treated with courtesy and respect.
--- Accurate information. Your questions will be answered before you
leave, or you will receive periodic status reports until the issues
--- You will not be sent to another office unless absolutely
--- Easy access to us. You can come to our office; you can call our
free telephone number (1-800-238-2839); or we will meet with you at a
more convenient location at your request.
Oklahoma City -- Pilot Project:
--- Assist our customers with the same high standards we expect as
--- Listen to your royalty issues and assume responsibility for
coordinating the resolution of your concerns.
--- Meet you elsewhere to help you understand the royalty process as
it affects you if you cannot come to our office.
--- Seek your ideas to help us improve our services by routinely
requesting your input on our performance and professionalism.
National Biological Survey
Provides biological and ecological information to both the public and
--- Research Information Bulletins edited and prepared for
distribution within 60 days of submission of the draft manuscript.
--- Immediate electronic access to Research Information Bulletins
that have already been edited and prepared for distribution.
--- Literature searches completed and sent to clients within five
days of receipt of their request.
--- Research findings are tested for scientific quality through peer
review by other qualified scientists before publication.
--- 80 percent or more of our products rated by clients at or above
level three on the following satisfaction scale:
4. Very satisfied
1. Very dissatisfied
--- These products will be accompanied by "Client Response" sheets
inviting clients to voluntarily rate and comment on them. Results
will be monitored and used in pursuit of constant improvement.
--- Our long-term goal is to achieve an average client satisfaction
rating very near level 4 -- "very satisfied."
Office of Surface Mining Reclamation and Enforcement
Ensures that coal mines are operated in a manner that protects
citizens and the environment.
For outreach to coal field citizens and the coal industry:
--- A meeting will be held in at least one site in each state to
solicit comments regarding the oversight process and recommendations
for review topics in the first quarter of evaluation year 1995.
For abandoned mine land emergency complaints:
--- The initial site visit and determination of emergency will be
addressed within 48 hours of complaint.
--- The method to be used to abate the emergency will be determined
within 30 days after the initial complaint.
--- Emergency declarations will be finalized by us within eight hours
of receipt of the state submittal in states which administer the
For abandoned mine land fee collections:
--- OSM-1 forms will be mailed out 30 days prior to the due date.
--- Fee Collections correspondence will be responded to within seven
--- Telephone calls will be responded to within one day.
--- Refunds will be processed within one month after receipt.
For state program amendments:
--- The availability of state program amendments will be announced in
the Federal Register within 20 business days after receipt.
For OSM's mine map repository offices in Wilkes-Barre and Pittsburgh:
--- Each scheduled visitor will be provided prompt and courteous
--- Letter and telefax requests will be answered within one working
day, except for a request requiring extensive research and mass
reproduction of mine maps.
--- Requested site locations will be provided within 90 minutes of
--- Materials will be available to help you identify and easily
locate the underground mine site.
When responding to inquiries, OSM personnel:
--- Will be courteous and helpful when dealing with people in person,
by telephone, and in writing.
--- Will be timely with courteous explanation of contents of files,
state program documents, etc.
--- Will respond to telephone calls within two business days.
Where OSM is the regulatory authority we will provide:
--- Timely and efficient access to public files.
--- Inspection reports to permittees within 15 business days.
--- The opportunity to meet and confer with citizens regarding
problems and issues relating to environmental protection and surface
coal mining operations.
For the OSM Applicant Violator System we will provide:
--- Permit Recommendation Evaluations to the states within three
business days of request.
--- Abandoned Mine Land Emergency Contract Award Evaluations within 4
hours of request.
--- Respond to outside industry requests for information within three
business days of request.
--- Respond to OSM, state and industry requests for ad hoc computer
reports within three business days of request.
U.S. Geological Survey
Minerals Information Offices
--- Each customer will be treated with dignity, respect, and
--- Each request will be researched using all means available to
provide the highest quality response.
--- Each request will be analyzed to determine what data are
available that best suits each customer's needs. A plan will be
developed to deliver the response in the format that best suits those
--- Requests will be filled immediately, if possible; if not
possible, a time for the reply will be established.
--- Opportunities for additional service will be explored with each
customer, as needed.
Reston Earth Science Information Center
--- We will treat each customer with courtesy and respect.
--- We will provide quick, thorough, and responsive access to product
information and ordering including the 1-800 number and electronic
--- We will eliminate processes, procedures, and rules that are
roadblocks to success.
--- There will be no unreconcilable mistakes allowed in the handling
of the customers' accounts or money.
Department of Labor
Bureau of Labor Statistics
The principal federal data-gathering agency for labor economics.
--- We will let you know in advance when we will release our data.
--- We will be available when you need us.
--- We will distribute data in the form that fits your needs as
--- We will provide you with the name and phone number of a person
who can meet your data needs.
--- We will help you understand the uses and limits of our products.
--- We want to meet your needs.
Employment Standards Administration, Wage and Hour Division
Enforces labor standards laws protecting workers.
If you contact us with a question, you can expect:
--- A clear, concise and knowledgeable response to your inquiry
within 10 business days.
--- Straightforward information on how the law applies to your
circumstances and, when appropriate, publications or posters will be
If you are an employer contacted by Wage and Hour you can expect us
--- Understandable explanations of our enforcement process and our
findings, whether there are violations of the law, and requirements
for coming into compliance.
--- Cooperation in completing our investigation as quickly as
--- Cooperation in minimizing interruptions of your business
--- Answers to your questions.
Mine Safety and Health Administration
Mandatory complete mine inspections:
--- We will conduct complete inspections at all available underground
mines four times a year and at all available surface mines two times
--- We will examine our mandatory regular inspection process to
insure the quality, flexibility, and consistency of our enforcement
Other mandatory inspections and investigations:
--- We will complete other mandatory inspections and investigations
as provided for in the Mine Act including: initiating investigations
of all miners' complaints of safety or health hazards normally within
24 hours; and initiating investigations of written complaints of
discrimination within 15 days of receipt. If you believe that a
safety or health hazard exists at your mine, you can call MSHA toll-
free at 1-800-746-1554 -- you do not need to give your name.
Quality and delivery of training products and materials to the
--- We will emphasize mine-specific and on-site miner training when
we evaluate proposals to provide training to miners from state mining
departments and others (MSHA State Grants Program).
Communication between MSHA and the customer:
--- We will hold rulemaking hearings and topical health and safety
conferences to provide forums for open discussion of health and
safety concerns. We will consistently hold these events in the mining
--- We will work with state and local institutions and associations
to provide miners with useful, understandable information about
mining health and safety.
Occupational Safety and Health Administration
Established to help make the American workplace as safe and healthful
Employers can expect OSHA to:
--- Focus OSHA inspections on the most serious hazards.
--- Be respectful and professional during inspections.
--- Help them identify and control workplace hazards.
Department of State
Bureau of Political-Military Affairs
We will assist by:
--- Providing timely, professional, knowledgeable, and courteous
service to customers seeking guidance on registration, making
applications for a defense export license or other approvals,
requesting the status of specific licensing cases, or seeking
guidance regarding compliance with export law and regulations.
--- Taking action on all license applications (approve, disapprove,
return without action, or coordinate with other offices) within 10
working days of receipt.
--- Informing each registered individual and company with timely
information on the status of their license application. For persons
who do not have electronic access to the DTC (system), timely
telephone responses are provided. Telephone inquiries are responded
to by a responsible officer within 24 hours of receipt.
--- Providing timely and authoritative guidance to the U.S. defense
industry regarding export policies, procedures, and practices, based
on interpretation of the International Traffic in Arms Regulations
(ITAR), the Arms Export Control Act (AECA) and other pertinent laws,
national interests, and multinational agreements or arrangements.
This includes the presentation of and participation in organized
seminars, in-house training, and other public outreach efforts, such
as the Defense Trade News.
--- Enhancing automated data processing to facilitate the electronic
handling of requests for licenses and other approvals and increasing
responsiveness to U.S. government requests for assistance.
--- Ensuring proposer compliance with U.S. regulations, effective
investigative and prosecutorial enforcement actions, as well as
administrative procedural follow-up against violators of the AECA and
--- Surveying customer satisfaction periodically to solicit
suggestions for improving DTC services.
Department of Transportation
Federal Highway Administration
Ensures safety on America's highways and the safety of the vehicles
using the highways.
--- We will inform you on every major change in motor carrier
regulations by providing you with a copy of, or information
describing, the new regulations, or by conducting industry briefings.
--- We will provide information about regulatory changes to trade
associations, trade press, and other motor carrier publications.
--- You will receive information regarding changes in motor carrier
regulations during our on-site reviews of your operations. You will
also receive the specific information and materials needed to help
you comply with the safety regulations.
--- When you call or write to us requesting information, we will
provide the information to you within five working days of receiving
--- We will work with state motor carrier safety enforcement agencies
to ensure no duplication in the scheduling of on-site reviews.
--- We will review your accident records and provide an accident
prevention package to motor carriers that are experiencing accidents
regardless of your safety compliance.
--- If you are a hazardous materials or passenger carrier and receive
an unsatisfactory safety rating as a result of our review, we will
conduct a follow-up review within 45 days, as requested, to ensure
you the opportunity to remain in business.
--- We will periodically collect information from the entire motor
carrier industry which will allow us to better serve you. The
information request will ask if you are still in the motor carrier
business, whether the nature of your business has changed, and how we
can improve the information and technical assistance we provide to
--- We will work with state motor carrier regulatory agencies,
insurance companies, trade associations, and other industry groups to
identify motor carriers who may not know that they are subject to
safety regulations. We will provide these newly identified motor
carriers with the information they need to comply with safety
Federal Maritime Administration
Federal Ship Financing
--- We will evaluate the completeness of your application and provide
you with an initial response within 10 to 14 days.
--- We will return your phone calls within 24 hours.
--- We will respond to your information requests within one to three
--- We will provide you with status reports of your application
progress on request.
--- We will process a complete application within 60 days.
--- We will treat you with respect and courtesy at all times.
Federal Railroad Administration
--- Install toll-free lines to FRA Office of Safety headquarters and
--- Implement negotiated rulemakings -- such as on trackside worker
safety -- in place of customary, cumbersome arm's-length procedures.
--- Educate labor and management on inspection and enforcement
procedures and use opportunity as listening post to seek feedback and
--- Conduct inspection demonstrations and briefings, including
training videos, in partnership with labor and management customers.
--- Conduct in-depth surveys of all major customers to improve
--- Voluntary compliance: Develop safety profile for all Class I
railroads and work with three railroads to develop systemwide safety
--- Train small railroads on safety rule compliance and provide
assistance to resolve safety issues.
--- Reduce average time from receipt to resolution of safety
complaints to 60 days.
--- Use mentoring techniques to model best practices in safety
performance: Bring together an exceptionally safe railroad with a
railroad that needs improvement.
--- Work with states to prepare inspection schedules; meet with
states annually to minimize the disruption caused by duplicate
--- Investigate inspection complaints from railroads within 10
U.S. Coast Guard
Our standards call for:
--- Protecting critical spawning and nursery grounds annually.
--- Reducing the adverse impacts of By-Catch annually.
--- Maintaining 24 hours/day, seven days/week search and rescue
services on demand.
--- Providing 24 hours/day, seven days/week Radionavigation services
and operation of the VHF-FM national distress system, Channel 16.
--- Providing 24 hours a day, seven days a week navigation
information services at 703-313-5900.
--- Maintaining surveillance of our nation's Exclusive Economic Zone
to prevent poaching.
Department of the Treasury
Bureau of Alcohol, Tobacco and Firearms
Examines formulas and analyzes samples to determine if products
qualify for tax refunds.
--- Approve, disapprove or identify deficiencies of submissions
within 10 working days. Unusually complex products may require
additional time, but these account for less than 10 percent of
--- Respond to your telephone requests for information and assistance
by the end of the following business day.
--- Hold in the strictest confidence all information you provide us
about your product formulas and manufacturing processes.
--- Apply the same criteria to the evaluation of formula submissions
from all our customers.
Product Compliance Labeling Section
Issues label certificates to the alcoholic beverage industry.
--- Approve or reject your formal label application within nine
calendar days of receipt. You will be notified by phone, fax, or in
writing if the processing will exceed nine calendar days.
--- Comment on proposed (informal) labels within 15 calendar days.
You will be notified by phone, fax, or in writing if our review will
exceed 15 calendar days.
--- Respond to your correspondence within 21 days. You will be
notified by phone, fax, or in writing if, for any reason, we can send
only a partial reply. We will tell you how long it will be before we
can answer your questions fully.
Office of the Comptroller of the Currency
Supervises and examines federally chartered national banks.
We've set the following standards to let you know what to expect of
us and what we can expect of you.
--- Telephone contact -- The examiner-in-charge (EIC) will normally
contact the bank's chief executive officer (CEO) by telephone before
the examination begins to outline the scope and objectives of the
upcoming examination. The EIC will provide information about
examiners' schedules, staffing levels and projected on-site time. The
EIC will also identify bank needs and areas the bank wants OCC to
--- Written contact -- At least three weeks before the examination,
the EIC will normally notify the bank, in writing, of the:
-- examination start date,
-- scope and objectives of review,
-- advance information the bank must provide to the examination
team, with due dates,
-- information the bank must have available for the examiners at
the onset of the examination, and
-- name and telephone number of the OCC contact.
--- Team preparation -- Before the start of the examination, the
examination team will review:
-- information provided by the bank,
-- prior examinations,
-- pertinent consumer or fair lending complaint information, and
-- the office's Community Reinvestment Act (CRA) file.
--- Community contact -- The EIC or the OCC's appropriate CRA Officer
will contact a sample of locally based customer, community, small
business, and government groups for information before or during a
CRA examination to give them the opportunity to provide input into
the examination. Starting in 1995, OCC will publish a list of the CRA
examinations scheduled for the upcoming quarter, at least 30 days
before the beginning of each calendar quarter.
--- Entrance meeting -- At the start of the examination, the EIC will
hold an entrance meeting with the bank's CEO and appropriate members
of senior management and/or board of directors. At this meeting, the
-- explain how the examination team will conduct the examination,
-- establish the way examiners will communicate with bank,
management and employees during the examination,
-- explain the role of each examiner, and
-- answer any questions.
--- Examiner conduct -- Examiners will:
-- ensure confidentiality of records,
-- conduct meetings and gather information efficiently to minimize
-- adhere to schedules for meetings, appointments, and providing
updates to bank management during the examination,
-- discuss needs for timely information,
-- be respectful of the opinions of bankers and locally based
-- handle any conflicts in a tactful and professional manner.
--- Examination management -- The EIC usually will be present
throughout the examination. Field managers, or their designees, will
visit or call during on-site examinations.
After the examination:
--- Exit meetings -- At the completion of the examination, the EIC
will meet with the bank's management. This meeting will rank the
issues identified in the examination and help management understand
which areas present the most risk to the bank. At this meeting,
bankers may respond to OCC concerns, provide clarification, or ask
questions. The examiners will ask for bank managements's commitment
to correct weaknesses noted during the examination. Before the report
of examination is finalized, the examiner will provide a draft of the
portions of the report of examination titled Examination Conclusions
and Matters Requiring Board Attention so that bank management may
review them for accuracy. The Examination Conclusions section will
explain why OCC cited the deficiencies. Examiners will offer examples
of acceptable solutions. In preparing those conclusions, the
examiners will consider the importance of their recommendations and
their impact, such as in cost, on the bank's operations.
--- Board of Directors meeting -- OCC will conduct the meeting after
the board has reviewed the draft report of examination or a synopsis
of examination findings. At the board meeting, the examiners will
-- any major concerns,
-- what the bank is doing well,
-- what OCC expects the bank to do and when, and
-- industry issues affecting the bank.
At the board meeting, OCC will provide an opportunity for the board
members to provide comments and to ask questions.
--- Report of examination -- The final report of examination will be
consistent with findings and conclusions communicated to the bank
during the examination.
--- Follow-up activities -- Examiners with ongoing responsibility for
supervising banks will:
-- respond to information received from the bank within 30 days of
-- document follow-up activities in OCC's supervisory monitoring
Office of Thrift Supervision
Responsible for regulating thrift institutions and auditing the
financial soundness of these institutions.
--- A member of your OTS supervisory team will contact you at least
semi-annually between examinations and will be available to meet as
--- We will provide you with the names and phone numbers of your
supervisory team members.
--- We will mail the Preliminary Examiner Response Kit (PERK) at
least four weeks before an examination begins, and it will include an
approximate examination start date. It will also include a point of
contact at OTS.
--- We will focus our PERK request on only that information necessary
to facilitate the examination.
--- We will ensure staff continuity from one examination to the next.
--- We will provide an estimate of the staffing levels and time
required to conduct the examination at least four weeks before an
--- We will conduct concurrent examinations, but will consider
requests to conduct non-concurrent examinations.
--- On the first day of the examination, the Examiner-in-Charge will
schedule a meeting with the Chief Executive Officer or a
--- We will meet at least weekly with appropriate institution
personnel to convey issues, concerns and examination findings to
--- We will conduct an exit meeting to summarize key findings, make
recommendations, and receive and consider management's responses.
--- We will deliver the report of examination within 30 days after
completion of fieldwork to institutions rated 1 or 2, and within 45
days for those rated 3, 4, or 5.
--- We will entertain requests from healthy, well-run thrifts that
wish to forgo a board meeting from time to time.
--- When a board meeting is conducted, we will make every reasonable
effort to schedule it in connection with a regularly scheduled board
U.S. Customs Service
Enforces over 500 laws regarding importation of merchandise.
--- Customs field offices will respond to your request for a binding
ruling within 30 days unless the issue must be referred to a Customs
attorney, in which case rulings will be issued within 120 days of
--- Customs will make all rulings available on diskettes by
subscription at a nominal fee.
--- Customs will provide at least two weeks advance legal notice of
all changes to its regulatory procedures.
--- Customs will notify the importer and/or the broker of any
detention within five working days.
--- Customs will issue an administrative decision regarding the
detention within 30 days of the detention.
--- Customs will respond to any inquiry made of those teams within
four business hours.
--- If that entry is electronically transmitted, Customs will review
these documents and grant quota acceptance status, if appropriate,
within six business hours of presentation.
--- Customs will reject unacceptable records that do not involve
antidumping or countervailing duties within 30 days of receipt.
--- Customs will liquidate entry summaries involving antidumping or
countervailing duties within six months from Customs receipt of
liquidation instructions from the Department of Commerce.
Fines, penalties, and forfeitures:
--- Customs may allege that imported goods are being entered or
introduced in a manner contrary to law. Some of these laws permit the
assessment of fines or penalties, while others authorize seizure of
the merchandise. In either case, you will be notified in writing of
the allegations, your right to request an oral presentation, and your
right to submit a written petition seeking remission or mitigation of
any such penalties or forfeitures.
Automated Commercial System (ACS) availability:
--- The Automated Commercial System (ACS) will be available for use
99 percent of scheduled operating hours.
--- On-line transactions will be completed in less than seven
--- Batch transactions will be turned-around to the user's terminal
in no more than 15 minutes for the Automated Broker Interface; five
minutes for the Air Manifest Interface; and 15 minutes for the Sea
--- There will never be a phone wait of more than 60 seconds before a
caller is connected with a Help Desk technician.
Environmental Protection Agency
Regulates waste disposal and discharges into the air and water.
--- Obtaining favorable community reaction to the permitting process
as determined by surveys conducted after a permit has been issued.
--- Defining the estimated time frame to issue various permits. This
may require the use of state/EPA grant requirements.
--- Establishing the number of resubmittals it will take to get a
complete application. If all deficiencies are clearly identified it
should only take one resubmittal. More that indicates a problem that
needs to be addressed.
--- Establishing a goal to measure the level of understanding of
permit conditions, possibly by counting the number of facilities out
--- Establishing an unacceptable number of permits that are appealed,
and by whom. A large number of citizen appeals may indicate a problem
with the public participation process.
Equal Employment Opportunity Commission
Investigates and litigates charges of employment discrimination in
private and public (including federal) sectors; conducts training and
informational activities for employers, unions, and community
Businesses can expect us to:
--- Treat you with respect and dignity.
--- Look at the way we do business and the way we relate to you and
others using our procedures; we want to find ways to improve the
quality and speed of our services.
--- Involve respondents like you to help us understand what you want,
what you need, and what you think about the way we serve you.
--- Support our front-line employees by giving them the tools and
knowledge they need to provide the best possible service to you.
--- Strengthen our commitment to customer service.
Export-Import Bank of the United States
Helps with financing exports of U.S. goods and services.
--- The Buyer Underwriting staff will:
-- process 85 percent of short-term applications within two weeks
of receipt of a complete application, and inform the customer
biweekly of the status of the additional 15 percent until resolved.
--- The Exporter Underwriting staff will:
-- renew 90 percent of the multibuyer policies before the
anniversary date and inform the customer biweekly of the status of
the additional 10 percent until resolved.
--- The United States Division will:
-- process 80 percent and an additional 5 percent of all
Preliminary Commitment and Final Commitment transactions within four
and six weeks, respectively, or receipt of a complete application,
-- process 100 percent of all Preferred Lender Program
transactions within 10 business days of receipt of a complete
--- The Business Development Group staff will:
-- respond to all telephone inquiries within six business hours
with 85 percent handled without a call back.
-- respond to all fax/letters within two business days of receipt.
-- screen incoming working capital, medium/long-term loan and
guarantee applications for completeness for processing by program
divisions, 85 percent within two business days, and 100 percent
within three business days.
-- process 100 percent on Letters of Interest for medium-term
transactions within seven business days of receipt of a complete
--- The Export Finance Group staff will achieve action on complete
applications for Preliminary Commitments and Final Commitments under
the direct loan or guarantee programs on:
-- 90 percent of Loan Committee cases within four weeks, and
inform the customer biweekly of the status on the additional 10
percent, until resolved.
-- 75 percent of the Board cases within six weeks, and inform the
customer biweekly of the status on the additional 25 percent, until
--- The Claims and Recovery Division will:
-- process at least 90 percent of all cash receipt collections for
existing claims within 20 business days of receipts.
-- acknowledge claims field under all programs in writing to the
claimant within two business days of receipt.
-- correspond with any claimant whose claim is incomplete within
five business days from documentation or information must be
-- present to the Loan Committee or Board of Directors or resolve
under delegated authority 100 percent of claims submitted under the
Insurance and Working Capital Guarantee programs within 30 business
days of receipt of a complete application.
--- The Public Affairs and Publications staff will:
-- respond to 100 percent of public inquiries within 24 hours.
--- The staff will provide the customer with clear reasons on 100
percent of final decisions, both approvals and denials, within two
--- The staff will address customers' concerns within two business
days of contact.
National Aeronautics and Space Administration
Aggressively pursues the identification, developments, validation,
transfer, application, and commercialization of aeronautics
--- To meet all major milestones on schedule and cost, more than 95
percent of the time.
--- To ensure that we are managing our aeronautics program to
accomplish our vision and mission.
Human Exploration and Development of Space Enterprise (HEDS)
--- NASA will provide its current and prospective customers with
credible, reliable, responsible information and services.
--- NASA will communicate clearly how our customers can participate
in the HEDS enterprise so that the customers understand the processes
and can communicate their requirements and expectations back to NASA.
--- NASA will increase the number of research and development
partnerships with industry and academic institutions.
--- NASA will use the latest computer and information systems
technology to improve public awareness of NASA technologies,
expertise, and facilities.
--- NASA will encourage multicultural participation in all aspects of
NASA and HEDS activities.
--- NASA will emphasize opportunities for small and disadvantaged
businesses and historically black colleges and universities to
participate in HEDS-related initiatives.
In the near term, NASA and the HEDS enterprise are committed to:
--- Safely fly an average of six to eight shuttle flights a year.
--- Conduct six robotic solar system missions supporting HEDS prior
--- Provide approximately 500 cubic feet per year of on-orbit
experiment volume for crew-tended space research and development.
--- Provide approximately 120 cubic feet per year of on-orbit
experiment volume for commercial initiatives.
--- Develop and maintain a space station with continuous human
presence by 1998.
--- Provide approximately 1,800 cubic feet of experiment volume for
space research, development, and commercialization after the space
station is completed in 2002.
--- Accelerate the timetable to conduct space research by a factor of
two in the space station timeframe.
Space Technology Enterprise
Pioneers, with industry, the development and use of space
technologies to secure national economic competitiveness and to
support space missions.
--- Conduct periodic workshops with industry participants to discuss
the issues and implications of commercial technology policy.
--- Implement new commercial technology practices related to:
-- contractor-developed technology commercialization,
-- industry-technology development partnerships,
-- dual-use technology development,
-- commercial technology acquisition,
-- small business technology development and commercialization,
-- regional alliances, and
-- post-technology development diffusion.
--- Intensify commercial technology efforts by implementing an
integrated industry-focused marketing plan emphasizing the commercial
potential of NASA-supported technology.
--- Establish metrics to manage all of NASA's collaboration with
--- Provide training to employees, contractors, and grantees to
enhance their understanding of the national context of technology
commercialization and equip them the skills needed to support the
--- Use an electronic network to connect and manage all field and
headquarters technology professionals and to take advantage of the
benefits of electronic commerce.
National Mediation Board
Assists in maintaining a free flow of commerce in the railroad and
airline industries by resolving disputes that could disrupt travel or
imperil the economy.
You can expect our staff to meet the following standards:
--- At least 90 percent of representation cases not involving a
participant's request for Board-level action will be completed within
90 calendar days of docketing.
--- In at least 90 percent of representation cases involving a
participant's request for Board-level action, the NMB staff will
submit a recommendation to the Board within 180 calendar days of
docketing and the Board will respond within an additional 30 calendar
--- An updated NMB Representation Manual will be made available to
the public during fiscal year 1995.
--- An NMB investigator will be assigned to investigate
representation cases within five business days of docketing.
--- Representation and mediation applications will be responded to
within three business days following their receipt by the NMB.
--- All NMB mediators will have received training on
innovative/enhanced mediation approaches by the end of fiscal year
--- At least two training/orientation opportunities will be made
available to the parties by the end of fiscal year 1995 regarding
methods to reduce the volume of railroad grievance cases pending
--- Arbitrators compensated by the NMB will be sent their payment
within 14 days following the NMB's receipt of an appropriate voucher.
Small Business Administration
Provides direct or indirect financing to small or disadvantaged
business to promote small business formation and growth.
7(a) Guaranty Loan Program:
--- As an applicant for financial assistance, you can expect to have
an answer from SBA within two weeks of our receipt of your completed
application from your lender. If the application is processed through
either the Preferred Lender Program (PLP) or the Certified Lender
Program (CLP) an answer can be expected within 24 hours or three
working days respectively. Compliance with this standard is measured
and monitored by random computer validation. SBA representatives from
the Loan Policy and Procedures Branch, Central Office, the PLP
Processing Center, or the applicable district office will be
available to receive customer feedback.
Low Documentation Loan Program (LowDoc):
--- As an applicant for financial assistance of $100,000 or less you
can expect to have an answer from SBA within three business days from
receipt of your completed application. Compliance with this standard
will be measured and monitored by routine monthly management reports.
SBA representatives from the Loan Policy and Procedures Branch,
Central Office, or the applicable district office will be available
to receive customer feedback.
--- As an applicant for financial assistance to finance short-term,
cyclical, working capital needs, you can expect to have an answer
from SBA within two weeks of receipt of your completed application
from your lender. Compliance with this standard is measured and
monitored by random computer validation. SBA representatives from the
Loan Policy and Procedures Branch, Central Office, the PLP Processing
Center, or the applicable district office will be available to
receive customer feedback.
--- As a lender who holds business loans guaranteed by the agency and
decides to sell the guaranteed portion of these loans in the
secondary market, you can expect to have all sales settled within 48
hours of receipt of adequate documentation. Compliance with this
standard is measured and monitored by weekly verification of program
activity. The SBA Director of Secondary Market Sales will be
available to receive customer feedback.
502 Local Development Company Program:
--- As an applicant for financial assistance for long-term fixed
asset financing in a rural area, you can expect to have an answer
from SBA within 10 days of receipt of your completed application from
your lender. Compliance with this standard is measured and monitored
by routine monthly reports. SBA program representatives from the
Office of Rural Affairs and Economic Development, Central Office, or
the applicable district office will be available to receive customer
504 Certified Development Company Program:
--- As an applicant for financial assistance for long-term fixed
asset financing through a certified development company (CDC), you
can expect to have an answer from SBA within 10 days of receipt of
your completed application from the CDC. If the application is
processed through one of the CDCs participating in the pilot
initiative, Accredited Lender Program (ALP), an answer can be
expected within five days. Compliance with this standard is measured
and monitored through routine monthly reports. SBA program
representatives from the Office of Rural Affairs and Economic
Development, Central Office, or the applicable district office will
be available to receive customer feedback.
Minority Enterprise Development Program:
--- You may expect to have an answer on your application for 8(a)
certification within a 90-day period after receipt of your completed
application. We will measure and track all processing of 8(a)
applications to ensure compliance with the 90-calendar day processing
--- As an 8(a) certified firm you can expect to have a full nine-year
term in the 8(a) program. During that period, you will benefit from
specialized training in management, marketing, procurement processes,
and access to federal contracting using the 8(a) process. Compliance
with this standard will be measured through periodic review of the
district office by regional staff. Customer feedback will be received
and evaluated through written surveys and informal, periodic town
Women's Business Ownership:
--- As a potential loan applicant, you can expect to receive loan
information from OWBO within two weeks after we receive your request.
Loan information packets will include the names of certified and
preferred SBA lenders in your area, a listing of microloan sites,
alternative financing possibilities, LowDoc and GreenLine brochures,
and in certain locations, information on the Women's Prequalification
Pilot Loan Program. Feedback can be directed to OWBO by calling (202)
--- You can expect to receive information about the Women's Network
for Entrepreneurial Training (WNET) mentor program within two weeks
of our receipt of your request.
--- Your local SBA district office will provide you with information
on the availability of long-term training and counseling through one
of our 39 Demonstration Program sites that serve 20 states. You will
receive information within two weeks of your request. Programs are
monitored continually, and quarterly reports on operations and
activities are made to OWBO. Please direct your comments and
suggestions to OWBO at (202) 205-6673.
Disaster Loan Program:
--- As a disaster loan applicant, you can expect to have an answer on
your application within seven days to three weeks of our receipt of
your completed application. This time frame will be met in 95 percent
of the applications. Timeliness will be tracked through internal
records of the Office of Disaster Assistance. SBA representatives
will be available at temporary offices set up in disaster areas and
through a 1-800 telephone number that will be advertised in the
disaster area. Complaints and other feedback can be made to the local
SBA representatives, the Disaster Area Office, or the Office of the
Associate Administrator for Disaster Assistance, SBA, 409 Third
Street S.W., Washington, DC 20416.